Mobile Data Support Consultant

Purpose: Provide front line and technical support in the mobile data arena

Key Accountabilities / Objectives:

Provide front line and technical support in the mobile data arena with specific emphasis on Data products
Handel escalated assignments/calls from customers relating to data and new technology products and services.
Troubleshoot and resolve mobile data device conflicts with computer peripherals an devices.
Communicate clearly between the client and Call Centres to offer an effective resolution of customer queries.
This service may require off site travelling from time to time, to a customer's workplace or home to assist them with technical support as required.
Maintain efficient, effective and professional service levels in a manner that constantly meets the required performance standards
Ensure continuous customer retention, including follow up courtesy calls to monitor customer needs and satisfaction levels
Document all problems and resolutions identified into a knowledge base for future use.
Understand the mobile solutions marketplace
Remain abreast of latest developments in the Mobile Data arena
Assist in developing a central repository of knowledge pertaining to the mobile data services.

Skills:
Problem solving
Verbal and written communication
Networking, Computer proficiency
Troubleshooting, Quality orientation
Excellent diagnostic skills and problem resolution

Knowledge:
Understanding of mobile data and it's components, including GSM/GPRS,3G
Good level of understanding of Smart Phones would be highly beneficial
Excellent knowledge of Computer Laptop and Tablet operating systems

Requirements:
Matric (Grade 12) or equivalent (Essential)
A+ N+ Qualified (Essential)
MCSE experience (Advantageous)
Min 2 years experience in a Customer Services environment – customer facing
Must be prepared to work shifts.

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